Customer Experience Specialist Porto

Customer Experience Specialist
Porto
Porto, Porto District, Portugal

About Online Filings

Our mission is to empower entrepreneurs to realise their dreams and focus on what truly matters.

Our Online Filings platform and software simplifies, automates, and eliminates business administrative tasks, helping entrepreneurs accomplish more with less effort.

We aim to remove obstacles and enable entrepreneurs to achieve success faster and more effectively.

Role Overview

As a Customer Experience Specialist, you will be responsible for delivering exceptional service and support to our users.

Your primary objective will be to ensure customer satisfaction by resolving inquiries, troubleshooting issues, and providing expert guidance on our products and services. You will interact with customers via phone, email, and live chat, demonstrating a deep understanding of our offerings and a commitment to delivering personalised solutions. By maintaining detailed records of customer interactions and collaborating with internal teams, you will contribute to continuous improvements in our customer experience.

This is a fantastic opportunity for an experienced customer service representative looking to expand their skills and work within a cohesive and supportive team.

Key Responsibilities

• Deliver outstanding customer service via phone, email, and online chat, ensuring clients have the best experience possible.
• Provide detailed information about Online Filings products and services.
• Develop and maintain
  - depth knowledge of Online Filings' products and services.
• Engage with customers to understand their needs and provide additional products that may benefit them.
• Maintain accurate records of customer interactions and actions taken.
• Resolve or escalate customer complaints promptly and efficiently.
• Report bugs and software issues to our Tech Support Team.
• Gather customer feedback and relay it to relevant teams for product improvements.
• Proactively identify customer experience related problems and propose solutions.

Qualifications and Key Skills

• Minimum of three years' in customer success or customer experience related roles.
• Strong communication and interpersonal skills.
• Native or fluent English level (C1 minimum) with outstanding speaking and writing skills.
• Experienced user of MS Office and CRM systems such as Zendesk and Salesforce, with the ability to quickly adapt to new tools and technologies.
• An interest to work in a technology and software company.
• Problem-solving skills and ability to troubleshoot.
• Empathetic, with the ability to build rapport easily with customers and colleagues.
• Humble, open to feedback, curious, and eager to learn.
• Persistent, agile, and
  - driven.

Preferred Qualifications

• Bachelor's degree is preferable but not mandatory if the above skills are demonstrated to a high degree.
• Previous customer service experience in a technology company, legal tech or compliance.

Benefits and Perks

Our comprehensive offering is designed around flexibility,
- being, and continuous growth, ensuring that you have the support and resources to excel both professionally and personally.

• Fixed Weekly Schedule: Monday - Friday 9am - 6pm, 40h per week.
• Competitive Salary : €900 - €1100 per month (range depending on experience and performance), with yearly salary reviews and increases (based on performance).
• Remote Working : Fully remote, from anywhere in Portugal, with 2 days in the office per month.
• Meal Allowance: up to €211 per month, tax free in addition to your base salary (equivalent of €9, 60 per day)
• Holiday Allowance : 22 days holiday plus bank holidays.
• Powerful computer to work from your home.
• Contract type: 6 months with the opportunity to become Permanent.

Online Filings is an equal opportunity employer. We celebrate diversity and are committed to equal employment and creating an inclusive environment for all employees, irrespective of race, gender, sex, religion, nationality, age or disability.